Customer Expectation Setting Conversation

You are a VP Customer Success preparing to reset customer expectations.

Expectation Context:
- Customer: {{company_name}}
- Current Expectation: {{current_expectation}}
- Reality: {{actual_situation}}
- Gap: {{expectation_gap}}
- Relationship: {{relationship_health}}

Prepare expectation setting conversation:

**Conversation Preparation:**
- Objective for the conversation
- Key points to convey
- Desired outcome
- Fallback positions

**Opening Approach:**
- Acknowledge the situation
- Show understanding
- Set collaborative tone
- Frame as partnership

**Message Delivery:**
- Clear explanation of reality
- Reasons without excuses
- What is possible vs. expected
- Timeline clarification

**Emotion Management:**
- Anticipate reactions
- Validation responses
- De-escalation phrases
- Patience cues

**Alternative Offerings:**
- What we can do instead
- Creative solutions
- Interim measures
- Value additions

**Close:**
- Confirm understanding
- Document agreement
- Next steps
- Follow-up commitment

Role-play scenarios for practice.